Commenting on the Healthcare Commission's report, Complaints handling in the NHS – is anyone listening?, Nigel Edwards (pictured), Director of Policy at the NHS Confederation, which represents more than 95% of the organisations that make up the NHS, said:
"NHS organisations consider any feedback from patients invaluable as a means to raise standards of care, and find out more about what patients want from their health service.
"We stress that our members would never allow a complaint to adversely affect the quality of care they provide. This is simply not an issue.
"However, there is always room for improvement. Procedures may vary at local level, but NHS managers will continue to listen to patients' views in order to deliver world-class healthcare."